Chapter 19: Grievance Redressal and RBI Integrated Ombudsman Scheme 2021 (JAIIB – Paper 2)

1. What is the primary objective of a bank’s Model Policy on Grievance Redressal?

  • A. To increase profitability of the bank
  • B. To meet regulatory capital requirements
  • C. To ensure prompt and fair resolution of customer complaints
  • D. To reduce operational costs
The Model Policy on Grievance Redressal aims at providing a fair, transparent, and prompt resolution of customer complaints, ensuring customer trust in the banking system.

2. According to the Model Policy, within how many days must banks aim to resolve customer grievances?

  • A. 30 days
  • B. 60 days
  • C. 45 days
  • D. 15 days
Banks are required to resolve complaints within a maximum period of 30 days; beyond this, customers may approach the RBI Integrated Ombudsman.

3. As per the grievance redressal policy, who is designated as the final authority within the bank for complaint resolution?

  • A. Branch Manager
  • B. Zonal Manager
  • C. RBI Ombudsman
  • D. Principal Nodal Officer of the Bank
The Principal Nodal Officer of the bank is the final authority internally for grievance redressal before the complaint escalates to the RBI Ombudsman.

4. Which of the following is not a key feature of the Model Policy on Grievance Redressal?

  • A. Transparency in complaint handling
  • B. Maximizing bank’s profit through complaint resolution
  • C. Accessibility of grievance mechanism to all customers
  • D. Timely communication of complaint status
Profit-making is not a feature of grievance redressal; the policy focuses on fairness, transparency, accessibility, and promptness in addressing complaints.

5. A customer files a complaint with the bank on 1st August. If unresolved, from which date can the customer approach the RBI Ombudsman?

  • A. 10th August
  • B. 15th August
  • C. 31st August
  • D. 1st September
Customers can approach the RBI Ombudsman after 30 days of lodging a complaint if the bank fails to resolve it — in this case, from 31st August.

6. At the branch level, who is the first point of contact for resolving customer grievances?

  • A. Branch Manager
  • B. Principal Nodal Officer
  • C. Zonal Office
  • D. RBI Ombudsman
The Branch Manager is the first authority for customers to lodge and resolve complaints at the branch level.

7. Banks are required to appoint a Nodal Officer for grievance redressal. What is the role of this officer?

  • A. Marketing bank products
  • B. Monitoring loan disbursals
  • C. Ensuring compliance with KYC
  • D. Coordinating grievance redressal and acting as contact with RBI Ombudsman
The Nodal Officer is responsible for grievance redressal within the bank and serves as the liaison with the RBI Ombudsman.

8. What is the escalation mechanism if a grievance is not resolved at the branch level?

  • A. Directly to RBI Ombudsman
  • B. Escalated to Regional/Zonal Office before Nodal Officer
  • C. Sent to Ministry of Finance
  • D. Filed in consumer court
If unresolved at the branch level, complaints are escalated to Regional/Zonal Office, then to the Nodal Officer before approaching the Ombudsman.

9. Which committee of the bank reviews the overall status of grievance redressal at a policy level?

  • A. Credit Approval Committee
  • B. Asset Liability Management Committee
  • C. Customer Service Committee of the Board
  • D. Risk Management Committee
The Customer Service Committee of the Board reviews and monitors the grievance redressal mechanism at the highest level.

10. Who is responsible for placing the analysis of customer complaints and their redressal before the Board periodically?

  • A. Zonal Office
  • B. RBI Ombudsman
  • C. Branch Manager
  • D. Principal Nodal Officer / Head of Customer Service Department
The Principal Nodal Officer or Head of Customer Service Department is responsible for placing periodic reports on customer grievances before the Board.

11. The RBI Integrated Ombudsman Scheme 2021 merged the earlier ombudsman schemes related to:

  • A. Insurance, SEBI, and Banking Ombudsman
  • B. Banking Ombudsman only
  • C. Banking, NBFC, and Digital Transactions Ombudsman schemes
  • D. Co-operative Society Ombudsman
The Integrated Ombudsman Scheme 2021 merged three existing schemes: Banking Ombudsman Scheme, NBFC Ombudsman Scheme, and Digital Transactions Ombudsman Scheme into one.

12. The IOS 2021 was introduced under which section of the Banking Regulation Act, 1949?

  • A. Section 35A
  • B. Section 45L
  • C. Section 21
  • D. Section 49A
The RBI issued the Integrated Ombudsman Scheme under Section 35A of the Banking Regulation Act, which empowers it to issue directions in public interest.

13. What is the maximum time within which a customer can file a complaint before the Ombudsman under IOS 2021 after receiving a reply from the bank/NBFC/PSP?

  • A. 15 days
  • B. 30 days
  • C. 45 days
  • D. 1 year
A customer may approach the Ombudsman within one year of receiving the bank’s reply or after 30 days if no reply is received from the bank.

14. Under the Integrated Ombudsman Scheme 2021, what is the role of the Centralised Receipt and Processing Centre (CRPC)?

  • A. To handle loan disbursals
  • B. To receive and screen complaints before forwarding them to the respective Ombudsman office
  • C. To approve new banking policies
  • D. To conduct RBI monetary policy meetings
The CRPC acts as a single point for receipt, initial screening, and forwarding of complaints to the appropriate Ombudsman office.

15. Which of the following complaints is not admissible under the Integrated Ombudsman Scheme 2021?

  • A. Complaints pending before any court, tribunal, or arbitrator
  • B. Complaints relating to mobile banking services
  • C. Complaints against NBFCs for loan recovery practices
  • D. Complaints against digital payment transaction failures
The Ombudsman does not entertain complaints that are sub judice, i.e., pending before courts, tribunals, or arbitrators. Other complaints related to banking services are admissible.

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